Available to hire
I am Ernesto Azofeifa Llubere, a results-oriented professional with a proven track record in the online and live gaming industry. I excel at leading complex marketing campaigns, meeting tight deadlines, and staying within budget while leveraging data-driven insights to optimize player retention and VIP programs. I thrive in fast-paced environments and enjoy building cross-functional teams and international partnerships.
Over the years I have managed large-scale player databases and overseen both online and brick-and-mortar casino operations, coordinating with providers, sponsors, and affiliates. I am fluent in English and Spanish, experienced in loyalty programs and promotions, and committed to delivering high-quality customer service and strategic growth for gaming and entertainment businesses.
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Spanish; Castilian
Advanced
Work Experience
Online Casino Customer Service and Marketing Consulting at Everyrealm
January 1, 2024 - October 28, 2025Led the setup of new departments for customer service, fraud, and payouts. Configured game operations and established comprehensive terms, conditions, and internal policies. Managed all communications and served as the primary liaison for providers, partners, and sponsors.
Casino Manager at Nitro Betting EU
January 1, 2024 - January 1, 2024Directed all casino operations, including player database management, promotions, and withdrawals. Developed and implemented a new loyalty program and managed the VIP player database. Supported poker operations by configuring rake settings, managing tournaments, and handling withdrawals. Provided training and mentorship for customer service and poker staff.
Consultant at WPT Global
January 1, 2023 - January 1, 2023Provided comprehensive consulting services for casino and poker tournament management, customer service, and marketing, including advising on BetOnline.ag's loyalty program. Independently managed and executed new projects for both online and brick-and-mortar operations.
Consultant at BetOnline.ag
January 1, 2023 - January 1, 2023Provided comprehensive consulting services for casino and poker tournament management, customer service, and marketing, including advising on BetOnline.ag's loyalty program. Independently managed and executed new projects for both online and brick-and-mortar operations.
Customer Service Manager at Visionary iGaming
January 1, 2021 - January 1, 2021Managed a portfolio of over 30 live dealer casino software clients, ensuring operational excellence and client satisfaction. Performed detailed fraud analysis on games like Baccarat and Blackjack, and effectively managed the VIP clientele database. Developed and delivered training programs to improve the skills of the customer service team.
Casino Floor Manager / Marketing Coordinator at Grand Casino Escazú (Sheraton Hotel Costa Rica)
January 1, 2018 - January 1, 2018Directed all casino operations, including table games, cashier services, F&B, slot machines, and security for a team of over 70 employees per shift. Spearheaded player database analysis and managed successful reactivation and acquisition strategies. Developed, implemented, and evaluated a comprehensive loyalty program. Created, implemented, and managed all casino promotions. Oversaw website content, art production, and social media presence across various platforms. Trained customer service staff to ensure high standards of player satisfaction.
VIP – Retention Manager – Operations Manager at X2Publishing.com
January 1, 2014 - January 1, 2014Managed a high-value VIP Player Database, focusing on players with revenue over $25k. Developed and managed website promotions and content, including emails, blogs, and other promotional materials, to enhance player satisfaction. Oversaw cashier operations and authorized payments, ensuring smooth financial transactions.
VIP – Retention Manager – Operations Manager at Three M and Euro Group
January 1, 2014 - January 1, 2014Oversaw website content and promotions, including emails and blogs, to enhance player satisfaction. Managed cashier operations and payments, ensuring smooth financial transactions.
Ultimate Bet Card Room Manager / Marketing Manager (Promotions) at IDS – TBT Agency
January 1, 2011 - January 1, 2011Managed online and live marketing campaigns with budget oversight, software updates, and promotions. Configured cash ring games and designed tournament structures, including rake settings, levels, fees, and payout structures. Led and managed a team as the Blackjack Tournament Manager for Ultimate Bet.
Customer Service and Fraud Agent at Ya taha y LTD
January 1, 2007 - January 1, 2007Performed customer service duties and generated daily fraud reports, detecting and investigating chip dumping, collusion, and credit card fraud. Managed credit card transactions, document verification, and general security procedures, including the approval and processing of withdrawals.
Casino Manager and Propositions Supervisor at igotgaming.com
January 1, 2006 - January 1, 2006Managed online casino operations, including game configuration, setting limits, and approval of player withdrawals. Developed and executed player retention strategies. Directed the sportsbook's proposition bets department for a three-month period while also serving as an Assistant Line Mover.
Customer Service – VIP Representative and Deposit Options Supervisor at Main Street Vegas Group
January 1, 2005 - January 1, 2005Managed VIP player accounts, ensuring high levels of satisfaction. Supervised the Deposit Options department, overseeing declined transaction management, new account creation, and sales. Led a team of 10 employees on a 24/7 schedule, optimizing team performance and workflow.
Customer Service Representative, VIP Rep and CS Trainer at Telepublicidad SBG
January 1, 2004 - January 1, 2004Customer service (chat, email, phone); VIP management (casino players); CS training.
English Teacher at INTENSA
February 1, 2013 - February 1, 2013Taught English to students.
Translator at PokerOffice
March 1, 2014 - March 1, 2014English to Spanish translation.
Content Manager at World Casino Directory
January 1, 2014 - January 1, 2014Content management for a casino directory site.
Customer Service Seminar Attendee at Taormina Hotel and Casino
November 1, 2019 - November 1, 2019Attended a Customer Service Seminar.
Education
High School Diploma at Methodist High School
January 1, 1998 - October 28, 2025Computer Engineering (incomplete) at Instituto Tecnológico de Costa Rica
January 11, 2030 - October 28, 2025Business Management at Universidad La Salle
January 11, 2030 - October 28, 2025Leadership and Hotel Management Seminars at Sheraton, Marriott, GHL
January 11, 2030 - October 28, 2025Qualifications
CCNA Certification
January 11, 2030 - October 28, 2025CCNA Certification
January 11, 2030 - October 28, 2025Business Management
January 11, 2030 - October 28, 2025Leadership and Hotel Management Seminars
January 11, 2030 - October 28, 2025Industry Experience
Gaming, Media & Entertainment, Software & Internet, Travel & Hospitality, Professional Services
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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